Technical Support Analyst

Confidential Company  •  Atlanta, GA

Less than 5 years experience  • 

Salary depends on experience
Posted on 05/09/18 by Cynet Sytems
Confidential Company
Atlanta, GA
Less than 5 years experience
Salary depends on experience
Posted on 05/09/18 Cynet Sytems

?We are looking for Technical Support Analyst for our client in Atlanta, GA

Job Title: Technical Support Analyst

Job Location: Atlanta, GA

Job Type: Contract ? 12 Months / Contract to Hire / Direct Hire

Job Description:

POSITION SUMMARY:

  • The Application Support Analyst's primary responsibility is to provide development, enhancement, effective deployment and level 3 technical support for a range of third-party vendor applications and in-house developed systems.
  • The incumbent will research system problems to determine root cause, provide vendor support coordination, perform upgrades and manage integration with other applications. 
  • The Application Support Analyst will manage day-to-day activities for the assigned applications that may include data loads, system enhancements, system configurations, reporting, vendor management and serving as the primary lead for issue resolution.
  • System development and configuration activities will occur in accordance with software development lifecycle, security and change management policies.
  • The Application Support Analyst will work withinternal stakeholders and end users to gather requirements and provide technical designs to improve system functionality and optimize performance.
  • The incumbent may provide training to internal users on the systems supported.
  • The incumbent should be familiar with the following concepts: release management, issue resolution, project management, software development lifecycles, system testing. 
  • This position reports to Assistant director - Enterprise applications 

MINIMUM REQUIREMENTS:

  • EDUCATION:  Bachelor's Degree in a related field or equivalent experiencerequired
  • Minimum of 3years?experience in an IT environment supporting applications
  • Demonstrated experience conducting root cause analysis
  • Demonstrated experience with one or more of the following: Instructional applications, IT service management applications (Service Desk, Asset or Problem or Change Management), ERP systems, Timekeeping systems, Facilities Applications
  • Familiarity with Active Directory, servers, databases and IT networks

KNOWLEDGE, SKILLS, & ABILITIES: 

  • Problem Solving and Root Cause Analysis
  • Common Understanding of the SDLC model
  • Analytical with Attention to Details
  • Mental Agility and Flexible to Change

ESSENTIAL DUTIES:

  • Track development and support activities via a ticketing system
  • Meet or exceed established service levels for support and timelines for development
  • Resolve issues through working withinternal IT teams, third party vendors and stakeholders
  • Perform regularly scheduled system updates, changes and system maintenance for assigned applications
  • Identify business needs, gather requirements and provide appropriate technical solutions
  • Create and maintain support documentation for applications.
  • Act as a subject matter expert for assigned application systems. Liaison between end-users and internal teams where necessary.
  • Provide training as necessary to internal stakeholders and end users.
  • Provide consistent status reports to the Director, Enterprise Business Applications
  • Contribute to a supportive work environment, team cohesiveness and embody the district?s norms 

PHYSICAL DEMANDS/ADA REQUIREMENTS

  • Typically sitting at desk or table |Office, library, computer room

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